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Location: Nashville, Tennessee
Internal Number: 2205122
Note: This position is 100% remote and operates in a virtual work environment. Interviews, Onboarding, and Training will be virtual. High speed internet required.
Position Shift: Exempt (salaried); Hours of Operation 7:00a - 7:00p CST, 7-days per week; On-call rotation required.
The Senior Manager of Workforce Optimization (WFO) will lead the day-to-day operations of the workforce management team. This role will be responsible for monitoring and evaluating call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business. The WFO Team is responsible for short- and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence. Workforce Management (WFM) involves data collection, analysis, reporting, and intensive real-time monitoring. This position requires a strong background in process improvement experience and statistical analysis.
Patient Access Services (PAS) is committed to connecting our patients to the care they need to get well and stay well. We work in collaboration with our clinical teams to provide a seamless patient experience, from the first phone call to the day of the appointment and beyond. We continuously strive to elevate our services and reduce anxiety for patients and their families. Our commitment to our colleagues and our patients is what makes us #inspiredtoserve.
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Discover Vanderbilt University Medical Center:
Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.
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